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ACTIVITY REPORT FOR AUGUST 2012
STATE CONSUMER HELPLINE 4TH FLOOR, EZHILAGAM,
CHENNAI – 600005 Phone: 044 044 044 044 -------- 28592828 28592828 28592828 28592828
e-mails: [email protected],
Website: www.consumer.tn.gov.in
Mobile: 94 4546 4748, 72 9999 8002, 86 8001 8002, 72 0001 8001, 72 9900 8002, 86 8002 8003, 72 0004 8002
TANSSCOPE, Department of Civil Supplies & Consumer Protection.
Government of Tamil Nadu
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Monthly activity report of August 2012, the 34rd
report of State Consumer Helpline Chennai is placed for
the judgment of our valued consumers. SCH is proud that
we are achieving the vision and goal we aimed at by
resolving the consumer’s grievances.
SCH sincerely struggles to improve the performance
during the days ahead for the service of the consumers.
The Activity Report reflects on the performance and the
achievements of SCH during August 2012.
SCH solicits the continued cooperation and patronage
from all stake holders and invites suggestions / positive
criticisms for improvement.
Yes,
SCH will collectively “MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN”“MAKE IT HAPPEN” in a better way. TNSCH Chennai
TANSSCOPE, Dept of CS&CP
Government of TamilNadu
Foreword
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Contents
S. No Topics Page No.
1 Cumulative Analysis of Complaints 4
2 Cumulative – Sector wise Comparison 5
3 Analysis of complaints 6
4 Sector wise Analysis of Complaints 7
5 PDS Detailed Analysis 8
6 Products – sector wise break up 9
7 Services – sector wise break up 10
8 Daily call analysis 11
9 Visitors 12
10 Press Release 13
11 Appreciations / Responses 14
4
1. Cumulative Analysis of Complaints:
(2/11/2009 to 31/07/2012)
YEAR ATTENDED *IVRS SMS / Mobile calls
TOTAL CALLS
Nov, Dec ‘09 3646 6622 - 10268
Jan to Dec ‘10 28347 30897 - 59244
Jan to Dec ‘11 42547 34785 - 77332
Jan ‘12 5384 3209 11435 20028
Feb ‘12 4347 3239 2651 10237
Mar ‘12 4149 3425 16699 24273
Apr ‘12 4270 3786 2126 10182
May ‘12
3924 2088 1998 8010
Jun ‘12
3384 2063 1862 7309
July’12
3382 2898 2026 8306 Aug’12
2846 3190 118 6154
TOTAL 106226 96202 38915 241343
*Interactive Voice Response System
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2. Cumulative – Sector wise Comparison: (Tele Complaints, e-mail, SMS/Mobile calls and written complaints integrated by creating Docket numbers)
Non PDS
Year 1
IVRS on
PDS 2
Enquiry Call
3
PDS Docket
No. Created
4
5 (a) Services
5 (b) Products
5 ( c) Unrelated
5(a+b+c) Total
6
Total (2+3+4+5)
SMS/
Mobile Calls
7
Total ( 6+7)
2009 Nov, Dec
6622 1122 3893 758 152 217 1127 12764 0 12764
2010 Jan to Dec
30897 4188 15490 3929 671 891 5491 56066 0 56066
2011 Jan to Dec
34785 14758 24709 2550 675 537 3762 78014 0 78014
Jan 2012
3209 2924 2202 154 53 51 258 8593 11435 20028
Feb 2012
3239 2300 1653 270 52 72 394 7586 2651 10237
Mar 2012
3425 1601 2193 245 59 51 355 7574 16699 24273
Apr 2012
3786 2366 1490 287 73 54 414 8056 2126 10182
May 2012
2088 2142 1394 229 96 63 388 6012 1998 8010
June 2012
2063 1921 1160 157 97 49 303 5447 1862 7309
July 2012
2898 1597 1506 138 85 56 279 6280 2026 8306
Aug 2012
3190 919 1710 120 67 30 217 6036 118 6154
TOTAL 96202 35838 57400 8837 2080 2071 12988 202428 38915 241343
Resolved 96202 35838 50182 8819 2063 2071 12953 195175 38833 234008
Pending - - 7218 18 17 0 35 7253 82 7335
• IVRS Interactive Voice Response Systems
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3. Analysis of complaints: Aug 12
Telephone & Mail Complaints
Type Number of complaints
received
Complaints resolved
Complaints forwarded &
pending
PDS 1710 670 1040
NON PDS 217 183 34
Total 1927 853 1074
0
200
400
600
800
1000
1200
1400
1600
1800
Number of
complaints
received
Complaints
resolved
Complaints
forwarded &
pending
Analysis of complaints
PDS
NON PDS
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4. Sector wise Analysis of Complaints: Aug 12
S. no Sector No. of Complaints (For which Docket Number created)
Percentage %
1 PDS 1710 89%
2 Products 67 3%
3 Services 120 6%
4 Unrelated 30 2%
5 Total 1927 100%
*Total Calls attended – Enquiry Calls = Docket No. created
2846 – 919= 1927
Sector wise Analysis of Complaints
PDS
ProductsServices
Unrelated
PDS
Products
Services
Unrelated
8
5. PDS Detailed Analysis: Aug 12
S. No
PDS Details
No. Of Complaints
1 Card Related 1063
2 Shop Related 641
3 Others 6
Total 1710
Card RelatedShop Related
Others
0
200
400
600
800
1000
1200
PDS Detailed Analysis
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6. Products - Sector wise break up: Aug 12
Year 2012
S.No Sector
Jan Feb Mar Apr May Jun Jul Aug
Total
1 Air conditioner 2 3 2 7 11 17 11 5 58
2 Micro oven - - - - - - - - 0
3 DVD Player - - 3 - - - - - 3
4 Mobile 11 10 11 9 11 16 15 12 95
5 Refrigerator 1 2 3 2 5 1 4 1 19
6 Electric stove - - - - - - - - 0
7 Washing Machine 2 4 5 7 8 6 7 7 46
8 Generators - - - - - - 1 - 1
9 Two wheeler 1 2 - - - - - - 3
10 Food items 5 3 3 3 4 6 1 - 25
11 Water purifier 3 5 3 7 14 18 16 17 83
12 Computer/Laptop & Accs.
2 2 1 2 1 3 5 2 18
13 Vaccum cleaner - 3 - 1 1 1 - 1 7
14 Television 1 - 3 3 - - 1 1 9
15 Cosmetics - - - - - - - 0
16 Battery - - 3 3 3 1 1 - 11
17 Inverter - 2 9 9 8 8 6 6 48
18 Health Care Prodt. 2 1 - - - - - - 3
19 Dish TV - 3 2 - - - - - 5
20 Lights & lamps - - 1 3 1 - - 5
21 Furniture 1 2 - - - - - - 3
22 Watch - - - - - - - - 0
23 Micro wave oven - - - - - - - 1 1
24 Tyers - - - 1 3 - - - 4
25 Mixers Grinders - - - - - - - - 0
26 Car 3 3 1 4 4 3 1 1 20
27 shoe - - - - - 2 2 1 5
28 Auto mobiles - - - - - - - - 0
29 Induction stove 3 1 3 3 3 - - 1 14
30 Jewel - - - - - - - 1 1
31 Cement 1 - - - - - - - 1
32 Camera 1 - - - - - - - 1
33 Gas Burner - - - 2 2 - - 4
34 UPS - - - 1 2 2 - - 5
35 Bike/Cycle - - - - 2 2 3 3 10
35 Modular Kitchen - - - - 1 1 - - 2
36 Audio CD - - - 1 1 - - 2
37 Water Heater - - - - 2 - - - 2
38 Tablet PC - - - - - - 1 - 1
39 Others 14 13 12 6 12 9 10 7 83
40 Total 51 56 63 73 96 97 85 67 588
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7. Service - Sector wise break up: Aug 12
Year 2012
S.No Sector Jan Feb Mar Apr May Jun Jul Aug
Total
1 LPG 74 142 129 175 78 40 21 29 688
2 Banking/ Cr. Card 11 28 21 17 25 11 14 7 134
3 Education - - - 6 7 5 5 4 27
4 Telecom 21 33 24 24 36 26 17 8 189
5 Insurance 3 6 6 5 8 8 7 7 50
6 Electricity 9 14 1 10 9 8 11 8 70
7 Postal 5 - 6 2 5 4 9 5 36
8 Real Estate 1 - 5 6 3 11 1 6 33
9 NBFC's 1 6 3 4 4 1 3 3 25
10 Courier - - - 1 2 - 5 5 13
11 Food & Durg 3 3 2 2 2 1 - 1 14
12 Passport - - 1 - - - 1 - 1
13 Water/metro water/TWAD
- - - - - - 1 1 2
14 Public Transport 1 8 11 5 6 3 2 1 37
15 Cable/Dish TV 2 4 2 3 4 5 4 6 30
16 Medical negligence 1 1 3 1 2 1 - 1 10
17 Chennai corporation - - 3 - - - - - 3
18 Railways 3 - 3 1 - - 2 1 10
19 Broadband/ Internet 2 - 2 5 1 5 6 4 25
20 Edu. Loan 4 4 6 - - - - - 14
21 Automobiles - - - - - - - - 0
22 Weights & Measures - - - - 3 4 1 3 11
23 Packers & Movers - 4 - - 2 1 2 - 9
24 CIBIL - - - - - - - - 0
25 Inverter - - - - - - - - 0
26 Airways - - - - - - - 2 2
27 Misleading Advertisement
- - - 2 2 - 1 - 5
28 Monthly magazine - - - 1 1 - - - 2
29 Legal - - - 2 2 6 6 1 17
30 Legal methodology - - 3 8 1 - 12
31 Tour & Travels - - - - 1 5 3 3 12
32 Bharat Matrimony - - - - 1 - - - 0
33 Fast track - - - - - - 2 - 2
34 Hotel - - - - - - 2 - 2
35 Tablet - - - - - - 1 - 1
36 Others 13 17 14 7 21 12 11 14 109
Total 154 270 245 287 229 157 138 120 1600
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8. Daily Call analysis: Aug 12
Date IVRS Calls Attended Calls Total Calls
01/8/2012 122 107 229
02/8/2012 76 70 146
03/8/2012 174 106 280
04/8/2012 32 79 111
05/8/2012 Sunday
06/8/2012 141 156 297
07/8/2012 184 113 297
08/8/2012 201 113 314
09/8/2012 51 96 147
10/8/2012 176 107 283
11/8/2012 55 77 132
12/8/2012 Sunday
13/8/2012 119 177 296
14/8/2012 225 110 335
15/8/2012 Independence Day – Holiday
16/8/2012 162 114 276
17/8/2012 102 121 223
18/8/2012 97 113 210
19/8/2012 Sunday
20/8/2012 Ramzan – Holiday
21/8/2012 98 140 238
22/8/2012 202 117 319
23/8/2012 210 133 343
24/8/2012 187 126 313
25/8/2012 123 68 191
26/8/2012 Sunday
27/8/2012 87 153 240
28/8/2012 159 153 312
29/8/2012 118 67 185
30/8/2012 47 104 151
31/8/2012 42 126 168
Total 3190 2846 6036
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9. Visitors:
DATE NAME ADDRESS PURPOSE
01/08/12 Murugesan Rajagiri post, Pudhukottai. Complaint Reg.
03/08/12 Ravikumar No. 46, Purasawakkam, Chennai Complaint Reg.
06/08/12 Bala Dhandapani No: 2A, Sakthi Avenue, Gergambakkam, Chennai
Complaint Reg.
09/08/12 Dharmarajan Adyar, Chennai Complaint Reg.
09/08/12 Michael Antony Maduravoyal, Chennai Complaint Reg.
09/08/12 D. Jawahar High court, Chennai Consumer awareness Reg.
09/08/12 R.Ramani Mambalam, Chennai Complaint Reg.
09/08/12 Nandini Ram Thiruvanmiyur, Chennai Complaint Reg.
09/08/12 Kiran Rao Thiruvanmiyur, Chennai Complaint Reg.
09/08/12 B. Sundar Alwarpet, Chennai. Complaint Reg.
10/08/12 K.Suresh Kumar Choolaimedu, Chennai Official
14/08/12 D.Shanmugam Saidapet, Chennai. Official
16/08/12 S. Gopala Krishna Venkatesh Nagar, Chennai - 92 Official
22/08/12 Ravikumar Purasawakkam, Chennai Official
22/08/12 Sivakumar Puzuthivakkam, Chennai Complaint Reg.
22/08/12 Anantha Sayanam Alwarthiru nagar, Chennai Complaint Reg.
22/08/12 Vijaya Ramalingam Chintadripet, Chennai Official
22/08/12 V. Ravindar Chengalpet, Kancheepuram Official
24/08/12 Palanivel T.V Koil Street, Villupuram Complaint Reg.
30/08/12 N. Thavadsi Muthu VelaCherry, Chennai Complaint Reg.
31/08/12 S.Ramavathy CF & CP Dept, Chennai - 9 Official
31/08/12 M.Venkateswaran CF & CP Dept, Chennai - 9 Official
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10. Press Release:
14
11. Consumers’ Appreciations / Responses: SCH has received many acknowledgements and appreciation for the solutions we have provided in the month of August 2012.
Subject: Re: Reminder Docket Number - 46748
From: "THE SPACE SELLERS SPACESELLERS"
Date: Wed, August 8, 2012 4:27 pm
To: "[email protected]" <[email protected]>
Dear Sir / Madam,
Thank you for your email with reference to our complaint. Kindly do
the needful.
Regards
Gowri
Subject: Re: [Fwd: Complaint regarding service availed from videocon d2h.]
From: "Prabu Ravichandran" <[email protected]>
Date: Thu, August 9, 2012 8:46 pm
Thank you for your kind reply sir/madam.
I sent a copy of the complaint that I sent you to the nodal officer
and based on that, a fresh new complaint was taken by their
authorities and the problem was rectified earlier today.
They have promised me that they would also refund my amount.
The representative who visited my home apologised for the fact that I
had to come upto your help for a minor problem and promised me that
such incidents will never happen.
Also they got a job sheet for the first time. They visited my home
several times but this is the first time a job sheet was created with
a new complaint. Also the nodal officer who was ideal till such time
for calls and mails, replied for the first time to the forwarded copy
of the mail I sent to you. Once again I thank you very much for
creating such a set up to help the consumers.
Thanking you,
R.Prabu.
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Subject: Re: [Fwd: Re: Consumer Complaint Reg Ration Card Docket
Number: 47268]
From: "vallinayagi ponnuswamy" <[email protected]>
Date: Fri, August 10, 2012 6:07 pm
To: "[email protected]" <[email protected]> Dear sir,
we received our ration card today
Thank you very much
by
panneerselvam & vallinayagi
Subject: Fwd: 4th issue of Consumer Bulletin July 2012
From: "rajaraman kalyanaraman" <[email protected]>
Date: Tue, August 21, 2012 12:22 pm
To: "State Consumer Help Line Civil Supplies"
[email protected], [email protected].
I am so happy to see the good work done by SCH! Keep it up. See the
story in the first page of the attached bulletin from NCH/IIPA.
Congrats.
K.Rajaraman, IAS,
Managing Director,
Chennai Metro Rail Limited.
Subject: Re: [Fwd: FW: Reminder Docket Number - 45452]
From: "Vasanthi Swathi" <[email protected]>
Date: Thu, August 30, 2012 2:21 pm
To: "[email protected]" <[email protected]> Dear Sir/Madam,
Thank you very much for taking action to my complaint. Technician from
Su-kam Power company came and rectified the issue. saying that there
was a loose connection in the neutral line.
Inverter is working now Thank you once again.
regards,
vasanthi
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